InMoment XI
MARCH 24, 2011
Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.
Dennis Snow
MARCH 23, 2011
In this video I discuss the art of delivering a positive customer experience, even when things are hectic and you have to move quickly. If you receive my blog via email, you may need to click here to view the video.
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Service Untitled
MARCH 30, 2011
The front line employees are often the representatives who will have to make decisions when it comes to customer complaints, customer questions, and overall customer satisfaction. The art of customer service stretches well beyond the product, the prices, and the reliability of an organization. It encompasses everything about a business – right down to the allowed 140 Twitter characters.
Very Best Service
MARCH 29, 2011
'Social media customer service With the exponential growth of social networks, social media and customer service are now closely associated. The challenges are numerous and require significant investment in platforms, people and procedures. Whilst the first interaction with customers is now very public it is little different in practice from the handling of a belligerent customer on the shop floor.
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Customer Interactions
MARCH 27, 2011
'It’s hard enough winning a video system project. But what’s even tougher is turning a profit on one. There are many factors contributing to margin erosion. I’ve heard professional system integrators declare that although they won a big name account, they had to nearly "buy the business." And at the end of the day, they were shocked at the number of visits and fixes they had to apply.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
InMoment XI
MARCH 24, 2011
Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.
Dennis Snow
MARCH 17, 2011
A comment I often hear during customer service workshops is: “Customers have gotten so demanding. They expect too much!” I respectfully disagree. I believe that customer service in general has gotten so bad that most customers expect nothing, and even a nice smile or sincere hello is a delightful surprise. The one area in which […].
Service Untitled
MARCH 7, 2011
“Wow&# customer service isn’t about what we learn in manuals; it’s about behaviors and the development and encouragement of excellent habits. Every employee can contribute to outstanding customer service, share with others, and together display the professionalism every organization desires. The three main reasons customers leave are moving away, competitors offer better terms or prices, or the consumer is unhappy with the product or the service.
Very Best Service
MARCH 9, 2011
'A complete customer service skill set must include a good sense of anticipation. Many industries have learnt to identify the early signs of a storm coming in. Typically two measures are adopted: one option is close all openings with a lot of boarding and face the storm head on, inevitably this results in long lasting damages. The other option is to take evasive action, go with the wind and the waves, not against them and steer yourself out of trouble.
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Customer Interactions
MARCH 20, 2011
'When you hear the terms ‘Situation Management,’ ‘PSIM’ or ‘Physical Security Information Management,’ what comes to mind? You might say “security.” But at the end of the day, this technology has applications way beyond security. Recently, I sat down with Jacob Fox, Vice President of Security Solutions Management for NICE Systems to talk about how other types of operations can benefit from Situation Management.
Brad Cleveland Blog
MARCH 15, 2011
Given the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your organization’s brand and your customers’ needs. All nine components should be up for discussion: Customers: How your customers are segmented and served according to their unique needs.
InMoment XI
MARCH 24, 2011
Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.
Dennis Snow
MARCH 15, 2011
In one of my customer service workshops not long ago, I shared some of the practices I learned while working at Walt Disney World. A clearly agitated participant stood up during the question and answer segment. “I’m a university professor,” he announced, “and I’d NEVER encourage any of my students to work at Disney World. […].
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Service Untitled
MARCH 25, 2011
April 15th is just over the horizon, and for many of us “tis the season&# to get in touch with our accountants. I doubt you will find many accountants in small windowless offices content with just the solitude of their numbers anymore. They have even transgressed beyond the generally unnoticed professionals at quiet business lunches or rotary dinners.
Very Best Service
MARCH 3, 2011
'Does your customer experience need to be personalised? Actually, customers do not often want to be treated in an individual way. Many customers share a sense of fairness and are happy to be handled like everyone else. But make no mistake, if a client feels that he or she is the odd one out and is receiving below par service, it won''t be long before the complaints start flying in.
Customer Interactions
MARCH 13, 2011
'In everyday life, we often consider the long-term consequences of our decisions, as well as the immediate obvious effects. Take purchasing a car for example. If one car costs $18,000, but another priced at $22,000 has a far better consumer report rating and exceptional fuel economy, we might weigh our desire to save money up front against the cost of driving the car down the road.
InMoment XI
MARCH 12, 2011
Success in the use of social media for marketing is not achieved by focusing on how we talk to customers; rather, it is how we listen to the existing conversation taking place online. Active listening is critical to the creation of appropriate social media interaction plans. When we skip listening, our customer interactions via social media begin to sound like traditional, one-way broadcast messages—which will quickly be tuned out in this medium.
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
InMoment XI
MARCH 12, 2011
Success in the use of social media for marketing is not achieved by focusing on how we talk to customers; rather, it is how we listen to the existing conversation taking place online. Active listening is critical to the creation of appropriate social media interaction plans. When we skip listening, our customer interactions via social media begin to sound like traditional, one-way broadcast messages—which will quickly be tuned out in this medium.
InMoment XI
MARCH 12, 2011
Success in the use of social media for marketing is not achieved by focusing on how we talk to customers; rather, it is how we listen to the existing conversation taking place online. Active listening is critical to the creation of appropriate social media interaction plans. When we skip listening, our customer interactions via social media begin to sound like traditional, one-way broadcast messages—which will quickly be tuned out in this medium.
InMoment XI
MARCH 3, 2011
When sales and marketing professionals hear the words "customer feedback," most tend to think of colleagues who spend their time in statistical analysis and tracking customer satisfaction scores. But as customer feedback tools give way to the more sophisticated technologies of customer intelligence (CI), we believe that many will start to use CI and its insights to drive sales and improve marketing campaign ROI.
InMoment XI
MARCH 3, 2011
When sales and marketing professionals hear the words "customer feedback," most tend to think of colleagues who spend their time in statistical analysis and tracking customer satisfaction scores. But as customer feedback tools give way to the more sophisticated technologies of customer intelligence (CI), we believe that many will start to use CI and its insights to drive sales and improve marketing campaign ROI.
Speaker: Miriam Connaughton and Donald Knight
As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.
InMoment XI
MARCH 3, 2011
When sales and marketing professionals hear the words "customer feedback," most tend to think of colleagues who spend their time in statistical analysis and tracking customer satisfaction scores. But as customer feedback tools give way to the more sophisticated technologies of customer intelligence (CI), we believe that many will start to use CI and its insights to drive sales and improve marketing campaign ROI.
Service Untitled
MARCH 14, 2011
As the popularity of online shopping continues to grow by giant leaps, so does the need for online customer service. What used to be emails, telephones, and traditional online customer support, the current trend of online chats have now become representative of that real salesperson we used to meet and speak with when we shopped at brick and mortar stores.
Service Untitled
MARCH 17, 2011
The relationship an organization has with a customer ideally transcends the sales transaction. After all, we know when we have satisfied a customer with our product or service because they have what they want. Now does that necessarily mean they will use your services or buy your product again? There is no guarantee that any customer will stay with you or your company forever, but with that very subtle blend of excellence, dedication, perseverance, and hard work, you will have created an emotion
Service Untitled
MARCH 28, 2011
The only thing worse than an angry and aggressive client or customer is a customer service representative responding with anger, aggression and frustration of his own. As a matter of fact, that is the worst someone can do for a situation since it only results in more anger. As the responses escalate by all parties, the situation can quickly get out of control.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Service Untitled
MARCH 23, 2011
Businesses grow as more customers come aboard, and that constant search for new clients is the life jacket for success. Of course building relationships with new customers are paramount; the hard part is taking the leads and transforming them into customers. One of the best ways to do that is through customer engagement; in other words having a customer relationship management strategy.
Service Untitled
MARCH 9, 2011
Let us assume we have a great product, and we have intelligent, competent customer service representatives who want to do a great job exceeding their customer expectations. Of course there is no magic formula, but the more we empower our staff with the best tools available, the less mistakes they are going to make. Most companies begin training customer service representatives with a training manual.
Service Untitled
MARCH 29, 2011
The economy leaves customer service budgets strained, and more than one company has trimmed their services back, but according to the Institute of Customer Service, chief executive Jo Causon, quality service is even more important in times like this. When money is tight, people are much more concerned where and how they spend. As an example, let us consider an airport parking garage.
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